Very helpful took the time to search for a great deals

no one seemed to be inerested and not to helpful

You will see below a copy of the email I sent to Karen Kelsall in your sales department yesterday which we requested a response to by today and as of 13.40 we have not received any response whatsoever which is beginning to look very typical!"Morning Karen,As you know, when our car was delivered last Tuesday it arrived with none of the paperwork such as the New Keepers slip from the V5 and the Service History. When I spoke to you the same day because I obviously couldn't tax the car without the New Keepers slip you told me it would all be sent out via First Class post that day but emailed the New Keepers slip so I could at least tax it.We have since been waiting for over a week for it to arrive which today it has, or so I thought, but upon opening the envelope there is still no New Keepers slip and half of the Service History is also missing from 2019, 2021, 2023, and 2025, basically all of the "odd" years.We are really starting to lose patience with this situation as we obviously haven't been able to use the car properly, at great inconvenience, due to the oil warning issue the car arrived with, added to which all of the other issues we have since found such as the state of the interior when the car arrived and which I photographed the following day when I had to spend well over 2 hours cleaning it properly to get bits and dog hair out of the carpets and general grime from around all it the switches, vents, crevices etc and seats that on proper inspection need to be wet cleaned which I'm not prepared to have done until the weather improves.During our call when the car arrived for me to get the service history etc sent you made a point, as you did in your video of the car prior to our purchase, of highlighting the scratch on the rear bumper corner which you assured me would be rectified, but which when you mentioned it on the call I said has not come out. I have since washed the car and can confirm it hasn't, in fact very much like the interior, I don't believe any attempt was actually made because with the rain we have had, there is clearly no polish of any kind on the car. As there is also a build up of moss particularly around the sunroof rubbers it is obvious no "valet" was carried out either. We have also found some scratches on the bonnet which have obviously been there some time due to the dirt in them and which were not pointed out to us.The wiper blades also must be old as they smear the windscreen, which as the car has only recently passed an MOT with you, I wouldn't expect.As you know, the car is booked in with our local main dealer on Monday to have the oil warning problem rectified, something we couldn't have done before due to their lack of courtesy vehicles and us being unable to be without a car for my wife, although as we have been very reluctant to use our car in case it causes further problems, we have in effect been without it anyway.All of this, including a lot of which we decided at the time to overlook as we discovered it is now really beginning to test our patience and goodwill when you look at all of the issues combined we have had, and as such I would like the email contact details of the dealer principle so that we can it make contact with them directly.At the time of purchase we felt because of the video walk around, the details of the car you sent us and the fact we were purchasing it via a Mercedes main dealer that this would be a stress free situation, which as discussed, as the parents and carers of two severely disabled adult children, we needed, but unfortunately this has been far from the truth and I / we have had to put in a lot more time and effort than we should of had to or been expected to chasing things with you, especially when they still do not arrive.If you wish to forward this email to the relevant management within the dealership rather than pass their contact details to me and then have the correct senior manager contact us via email please do so as phone calls are very difficult for us to take randomly and without prior notification due to our children, but we will expect contact to be made with us before the weekend as it is currently only Thursday lunchtime with some suggested solutions to all the issues as ultimately we just want to be happy with our new car.Regards.Paul Wright."If we do not receive a prompt acknowledgement of our complaints with suggested solutions we will be forced into further action.**WE WILL EXPECT YOUR RESPONSE VIA EMAIL AND NOT VIA PHONE CALL**

The salesman Declan was very helpful he explained everything requiredHe was very curtious.

Absolutely rubbish service so bad we abandoned buying a mercedes and went to audi. Having agreed a price and specified a delivery and signed agreements you could not deliver and had a very much take it or leave it attitude. Staff didn't respond when asked to. Communication not existent. They could not care less if we bought a car or not.

Bombarded with emails all weekUndervalued my 2 1/2 year old carTold it wasn’t the right time to swap/ change carWaste of my time! Ripped off and I’ll make it clear to anybody that wants to know

Excellent friendly service from Karen

Extremely efficient & helpful

We had appointment made via email through Sophie Edge for Saturday 6th December, we made a special journey to find that she had over booked herself she was with a customer and had other customers waiting we were told by another member that Sophie was meeting herself coming back today. When Sophie finally came over to us she said she would email over some figures and at least we’d had a free coffee we didn’t complain we left but why didn’t she pass us onto another member of the team ? Sophie wasted our Saturday we were looking forward to seeing what deals were available, we have now been put off from using Mercedes Stoke and took our last week to another dealership for its MOT and we shall take there also for it’s service.

ordered new vehicle on 16th Jan, sorted paperwork and signed paperwork with Karen Kelsall, called four times to try and get through to discuss and get paperwork completed, has been unable to speak to her and never received call back when advised he would and when speaking to her today was advised she has been busy with event on site recently. customer has now contacted his current lease to find he will be liable for costs until the middle of march due to her not getting back in touch with him when new car with us is due around the 1st march